Shop online with Curbside Pickup

Frequently Asked Questions

• What does "zero contact" mean?

  We’ve designed the Curbside Pickup process to allow us to fulfill your order while maintaining social distancing consistent with CDC recommendations, including allowing customers to avoid any direct, close face-to-face contact with employees.

  Our employee protocols also include measures like equipment disinfection, hand-washing, and the wearing of personal protective equipment (PPE) like masks and gloves.

• Does Curbside Pickup always take place curbside?

  The details of the Curbside Pickup process vary from store to store. (Different stores have different physical configurations. Not all stores have curbs!) When your order is ready for pickup, you'll get an email from us. That email contains pickup instructions tailored to that specific store location.

• Is there designated parking for Curbside Pickup?

  Some Curbside Pickup locations will have designated parking, but not all of them. When your order is ready for pickup, you’ll get an email from us. That email contains pickup instructions tailored to that specific store location. If designated parking is available, we'll tell you in those instructions.

• Once I arrive at the store, how do I get my Curbside Pickup order?

  The details vary from location to location. When your order is ready for pickup, you'll get an email from us. That email contains pickup instructions tailored to that specific store location.

  Broadly speaking, the process of getting your Curbside Pickup order is:

  1. Get email that your order is ready for pickup
  2. Go to the store location during Curbside Pickup hours (which may vary from store hours)
  3. Notify employees that you’ve arrived, either by using a link in the email or by calling the store
  4. Your order is retrieved
  5. One or more employees meets you at a designated place and check your order confirmation and photo ID while maintaining recommended social distance
  6. Your order is transferred to you (options will vary depending on the store, but for example, this may include having an employee place your order directly into your trunk)

   

• Once I arrive at the store, how quickly will I get my order?

  As quickly as possible. Exactly how quickly you get your order will depend upon factors like order volume and staffing levels. Please rest assured, we're moving as fast as we can while still observing the strict health and safety protocols we’ve put in place. Thank you for being patient with employees.

   

• What measures are being taken regarding employee, customer and community health during Curbside Pickup?

  The health of our employees, customers and communities is our utmost priority. We’ve designed the Curbside Pickup process to allow us to fulfill your order while maintaining social distancing consistent with CDC recommendations, including allowing customers to avoid any direct, close face-to-face contact with employees.

  Our employee protocols also include measures like equipment disinfection, hand-washing, and the wearing of personal protective equipment (PPE) like masks and gloves.

• Where is Curbside Pickup available?

  Check stores near you for Curbside Pickup availability with the Store Directory. Not all store locations will offer this service. We are rolling out Curbside Pickup in phases, though, so if it’s not currently offered in your area, check back in the near future.

• What products are available via Curbside Pickup?

  Lots of them! At times, we may have limitations on certain items, meaning some of them will not be available for Curbside Pickup. When you're looking at the product page for an item, you'll see fulfillment options and any restrictions noted near the “Add to cart” button.

• Can I do a return via Curbside Pickup?

  For the most up-to-date returns information, please check Return Instructions. In the early phases of rolling out Curbside Pickup, it will not be possible for us to accept returns curbside.

• Can I place a Curbside Pickup order directly from the parking lot?

  Yes⁠, but we highly recommend ordering ahead. Why? Because even with items that are available for same-day pickup, processing an order can take up to 2 hours. Ordering ahead is your best bet to minimize waiting.

• Can I get larger items like bikes or kayaks via Curbside Pickup?

  When you’re looking at the product page for an item, you’ll see fulfillment options and any shipping restrictions noted near the "Add to cart" button. If you’ve already ordered a larger item for pickup at store, please call the store in advance to schedule your pickup.

• Can someone else pick up my Curbside Pickup order for me?

  Yes! To change your pickup person, share your "pickup order is ready" email with them when it arrives in your inbox. They'll need to show this to curbside staff (on their phone is fine) when they get there. The email will also include store info, a list of items that are ready, and instructions for curbside pickup at that location.

• How long will my order be held for?

  Watch your email for an exact "pick up by" date. Specifically, if you get the email notification that your order is ready for pickup, but you don't pick it up, we will eventually send you a reminder email with a "pick up by" date. If you haven't picked up your order by that date, we'll cancel and refund your order and return the items to our inventory.

• What happens if I don't pick up my order?

  We'll cancel and refund your order and return the items to our inventory.

• How can I return an item I got via Curbside Pickup?

  Unfortunately, we are unable to accept returns curbside. For the most up-to-date returns information, please check Return Instructions.

• How can I get same-day Curbside Pickup?

  Availability of same-day pickup depends upon the item, the store location, and what time of day you place the order. When you’re looking at the product page for an item, you'll see fulfillment options and any shipping restrictions noted near the "Add to cart" button.

• In a single order, can I get items multiple ways?

  For example, you might want to pick up some items at store and have some items mailed to you.

  Short answer: yep. Long answer: yes, depending on the items. As you add an item to your cart, you select how you'll get that item. Some items are only available in certain ways or at certain locations. Fulfillment options and any shipping restrictions are noted near the "Add to cart" button.

• Are bike shop services available via Curbside Pickup?

  Select REI store locations are now offering zero-contact appointments for bike shop services. (Here’s the list of stores now offering appointments for bike shop services.) If your local REI store is listed, you can call them between 10 am and 4 pm for appointment availability and instructions. If your store isn’t listed, check back soon.

  Important note: These appointments are for bike repair only. We can’t sell you any new products (unless required to complete the repair) or process returns or order pickups.

  If your local store is not yet able to offer appointments, or you’d prefer remote help with a technical question, please email our team of certified bike technicians at cyclinghelp@rei.com. We'll contact you within a few days.

• Are gear rentals available via Curbside Pickup?

  For the most up-to-date information on Rentals, please visit the Rentals page. To see details for a specific REI store (such as whether that store is open, offers rentals, or offers Curbside Pickup), use the Store Directory to locate that store’s information page.

• Can you load a large or oversize item onto my vehicle?

  Yes, with specific conditions—please read carefully! Employees can lift oversize items and put them on your existing car rack. We can’t secure the items (e.g. tie them down), so you’ll need to handle that. We also can’t perform team lifts with you.

• Can you install my new car rack?

  No, sorry. Due to our strict social distancing measures, we can’t complete car rack installations right now.

• I bought a bike with Curbside Pickup—will it come assembled?

  Yes! Bikes purchased through Curbside Pickup come fully assembled.

• I still have a question.

  We're here for you! For questions regarding Curbside Pickup, call your participating store location. For other questions, get in touch with us via the Help Center.